Real-Time Scheduling & Analytics Pro

ProbeGroup Philippines Inc.; Philippines; On-site; PHP 335,000 - 580,000; Full time

Job summary

Probe Group Philippines Inc. is seeking a Real-Time Analyst to closely monitor real-time call volumes and staffing against forecast. The role involves 24x7 monitoring of call volumes, AHT, and staffing, with alerts when thresholds are violated.

The candidate will work with Workforce Management, update employee data in the WFM software, and liaise with IT and other departments on system issues to ensure optimal staffing and service levels.

Qualifications

• 1-2 years of Real-Time Analyst experience.
• Familiarity with different Workforce Management tools.
• Amenable to working on a shifting schedule.
• Amenable to work in Global One, Eastwood site.

Responsibilities

• Monitor real-time call volumes, AHT, and staffing 24x7.
• Identify threshold violations and alert Operations management.
• Plot PTO/SWAP in the database and update team data.
• Coordinate with IT and Telecommunication on system issues.

Skills

RTA experience

Shift work adaptability

Familiarity with WFM tools

Tools

Workforce Management Software

Job description

Probe Group Philippines Inc. is seeking a Real-Time Analyst to closely monitor real-time call volumes and staffing against forecast. The role involves 24x7 monitoring of call volumes, AHT, and staffing, with alerts when thresholds are violated.

The candidate will work with Workforce Management, update employee data in the WFM software, and liaise with IT and other departments on system issues to ensure optimal staffing and service levels.